How do I change my password?

Go to the My Account page and click the "Change Password" link. Type in your current password, enter a new password and confirm the new password, then click the "Save" button.

How do I change my email address?

Go to the My Account page and click the "Edit" link. Select "Change Email", type in the new Email Address and your current password, then click the "Save" button.

Can my account have multiple children?

Yes - if you did not add more than one student when creating your account, you can do so on the "Managing Students" page via the "My Account" page. There is a limit of 10 students per account.

One of my students has finished school. How do I remove a student from my account?

You can remove students from your account on the "Managing Students" page via the "My Account" page. Find the student you want to be removed from your account and move them over to the "Graduated Students" section.

Can I change the school my student is assigned to?

Yes - you can edit the school a student is assigned to on the "Managing Students" page via the "My Account" page. Find the student you would like to edit and click the pencil icon.

Click & Collect

How do I place a Click & Collect order?

We can only accept online purchases for Click & Collect orders.

How do I select delivery to store?

As part of your online checkout journey, you can select our free delivery into store option by clicking Deliver to Store within your delivery type options. The available collection points for your order will then appear underneath for you to select.

Can I select an alternative store?

No, the store(s) that are available to you will be listed after Deliver to Store is selected.

Can I change my collection point once I have placed my order?

No, once the order has been placed we will be unable to make changes to your order or collection point.

When will my Click & Collect order arrive into store?

All of my items are in stock:
If your full order is in stock it will arrive into store within 7 working days. We will send you a confirmation email when it’s ready for you to collect.

Pre-order items:

If you have ordered pre-order items it can take 3-4 weeks for stock to arrive, however in some cases it may take longer. When your full order is ready to collect we will send you a confirmation email to let you know.

How long do I have to collect my order from store?

You have 14 days from the date you receive your ready-for-collection email.

What happens if I don’t collect my order within 14 days?

Your order will be returned to our Warehouse and we will issue a full refund.

How long does it take to process my refund?

Please allow 2 working days for the parcel to reach our Warehouse and a further 14 working days (depending on the time of year) to process your refund.

If the garments do not fit, can I return them?

Yes, we offer a 28 day Returns Policy. Items which are not in their original packaging or have any tags removed will not be eligible for a refund. Please include your returns form in your parcel and go to the Royal Mail link to print off a free tracked returns label. This can also be printed at the Post Office.

To view our returns policy please visit our returns section on the FAQ page.

How to book an appointment

1. Select which school your child will be attending.
2. Select from our list of stores that supply your school.
3. Choose a day and time that suits you, and follow the booking steps.
4. Provide your details, this helps us make sure your appointment is quick and easy.
5. Once confirmed please print your confirmation.
6. You will get an email confirmation, please save the email if you need to cancel/change your appointment.

Attending your appointment

How much does delivery cost?

Home delivery costs £4.99 for orders under £85.00.

Home delivery is free of charge if your order is over £85.00.

If your school offers a weekly delivery into School this is free of charge.

If your shipping address is outside the UK it may incur an additional delivery charge. If this applies to you a member of our team will be in touch to take payment.

When will my delivery arrive?

In-stock Items

All in-stock items will be delivered in 5 working days.

Pre Order Items

Please note: If a pre order item has been placed along with in-stock items, we will hold your full order until we can despatch in one go. Should your pre-order items exceed 2 weeks to arrive into stock we will despatch your in-stock items and any pre-order items will follow as soon as they become available.

Does my delivery to home need to be signed for?

Yes, however, we are able to leave the parcel with a neighbour or in a safe place.

When I select 'Deliver to School', where do I collect my order?

Deliveries are usually made to the school's main office, your parcel will be labelled with your student's name. For more information please contact your Schools main reception.

Do you offer an exchange service?

We do not offer an exchange service for orders being returned by post. All returned items will be refunded via the original payment method and you will need to place a new order.

If the garments do not fit, can I return them?

Yes, we offer a 28 day Returns Policy. Items which are not in their original packaging or have any tags removed will not be eligible for a refund. Please include your returns form in your parcel and go to the Royal Mail link to print off a free tracked returns label. This can also be printed at the Post Office.

How do I return my order placed online for a refund?

Please include your returns form in your parcel and go to the Royal Mail link to print off a free tracked returns label. This can also be printed at the Post Office. Once we have received your parcel, you will receive a confirmation email.

How long does it take to process my refund?

Please allow 2 working days for the parcel to reach us and a further 14 working days (depending on the time of year) to process your return and refund.

How do I return my order placed in-store for a refund or exchange?

Please visit our store during the opening hours and they will issue your refund or exchange. 

Can my child’s school return the items for me?

No, it’s the parents/guardian's responsibility to return the items.

What should I send the items back in?

Please use the same packaging you received the items in. If this isn’t possible please ensure the items are packaged in a secure bag and the pre-paid sticker covers your address label to avoid the parcel being returned back to you.

Sizing

We recommend checking your child’s measurements before buying, using our top tips to ensure the best fit. To get the most accurate measurements, where possible measure over the undergarments most likely to be worn, rather than over outer clothing.

Please Note: All of the sizes of our garments are given in inches.

1. Height – This is best done barefoot, with feet together flat on the ground and back against a wall; measure from the top of the head to the ground.
   
   
2. Neck – Place the tape measure where the shirt collar would normally sit around the base of the neck. Leaving a little extra room is very important so that the collar is comfortable, so make sure not to pull too tightly.
   
   
3. Chest – Take the tape measure through the underarms, around the fullest part of the chest.
   
   
4. Waist – Measure the natural waistline, not pulling too tightly to ensure comfort.
   
   
5. Hips – Standing straight with the heels together, take the tape measure around the fullest part of the bottom.
   
   
6. Inside leg – This time shoes on; measure from the inside leg to where the trouser is normally worn on the shoe. If you’re unsure, trousers should sit approximately 5cm from the ground.

Offers & competitions

Up to 30% off accessories

No code required. Offer ends 30/09/23

20% off essentials

No code required. Offer ends 30/09/23

£50 voucher competition

• To qualify to win a £50 voucher you must be signed up to marketing emails from Monkhouse and shopped either online or in-store between 01 May 2023 and 31 July 2023.
• Sign-ups to Monkhouse marketing can be captured when creating an account, online form or at the store.
• Email addresses signed up to marketing before the campaign is live will still qualify providing they shopped in June or July.
• All order IDs that meet the criteria of entry will be entered into the draw and 25 orders will be picked at random.
• To qualify for an in-store purchase, you must inform the member of staff taking your order of your email address and agree to be opted into marketing communications.
• There are a total of 25 prizes only.
• The winners will be drawn at random by 20th August 2023.
• Customers can be entered into the prize draw multiple times however can only qualify to win one £50 voucher.
• The voucher will be valid from the day you receive it to 31 12 2023.
• The voucher will be sent to you via email and will be a unique code that can only be used once. When using the voucher if your order is less than £50 and you select home delivery you’ll still be charged the postage fee. 
• Winners will be contacted by email directly by the customer service team from web@monkhouse.co.uk on the week commencing 18th September 2023 and will have 7 days of receipt of the email to claim their prize.